Founded in 1996, Englishtown is the world’s leading online English language school that provides courses to 20 million students in 80 countries. The company’s 300 seat contact center located in Monterrey, Mexico handles more than 500,000 inbound/outbound calls per month. Continue reading →
It’s finally time to remodel the inside of your house. You’re a little apprehensive because you think you know what you want but have never done this before. Your neighbor just remodeled a room in their house, and it reflects your taste. You ask the neighbor for the contractors who completed the remodel and you give them a call. With the experience that these contractors bring, they become your trusted advisors. They’ve done this before. You’ve seen their work. You appreciate the level of detail and options they provide you based one what they have seen. You also trust that they will complete the work as well as they did your neighbor’s home. Wouldn’t you want the same type of trusted advisor for your customer experience needs?
Cloud – one of those buzzwords you’ll hear frequently in technology. Cloud-based solutions, cloud adoption, cloud software – it’s all about cloud. Now, if you are reading this from the US perspective you’ve been talking cloud for what seems like forever. But, if you are reading this from the UK you might think, “what is all this cloud talk about?” Many European markets have become interested in moving their technology away from legacy, premise-based solutions to cloud-based software. The need exists to expand a cloud solution into the European marketplace, otherwise I wouldn’t be where I’m at today.
Every year, Software Advice talks with thousands of buyers searching for call center software, many of which find them on the web. These conversations provide unparalleled insight into the needs of call centers and the industries that use them.
Software Advice recently analyzed a random selection of 385 of these interactions to uncover demographic information about call center software buyers, identify their most common pain points and pinpoint the features they most desire in new call center software.
Yesterday was Mother’s Day and as expected many of us were making a mad dash to chocolatiers, scheduling brunch reservations, and of course, visiting flower shops. Similar to the holiday season, lines at retail stores were longer, parking lots were packed, employees seemed frazzled, customers were frustrated, and supply was quickly dwindling. While this is highly noticeable to the in-store shopper, the increased wait time on the phone is not quite as easy to see but can be just as frustrating for consumers.
Second in a series debunking myths about the cloudâ¦
Myth#2 â The cloud cannot scale for large enterprises.
The truth is actually just the opposite; one single organization is less likely to be able to scale more than a cloud software vendor. When delivering software in the cloud, the concept of economies of scale is key, so most cloud vendors build their solutions from the ground up with an innate ability to scale. In the contact center world this becomes particularly relevant, as contact centers often need to quickly ramp agents up and down for different seasons or campaigns.
One analogy that comes to mind when discussing the scalability of the cloud is comparing it to a power grid. In the mid-1800s during the industrial revolution, the electricity used to light factories was limited to specific cities and in many cases was unreliable and costly. Most businesses invested heavily in building their own power plants, which were expensive and required experts to operate. The emergence of the power grid created a vastly more efficient paradigm â individuals, communities and industries now had access to affordable, scalable and reliable energy giving them more time to focus on their business. Cloud computing is the same; cloud software providers can deliver robust, enterprise applications as a service which is affordable, scalable and reliable.